AccountId: 011433970860
ContactId: 6c447e36-c54a-4ffd-b21a-12baaa21549d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326820 ms
Total Talk Time (AGENT): 147319 ms
Total Talk Time (CUSTOMER): 162174 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/6c447e36-c54a-4ffd-b21a-12baaa21549d_20250331T22:32_UTC.wav
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[AGENT][POSITIVE] Buenos gracias apeleiamoliar.
[CUSTOMER][NEUTRAL] So uh.
[AGENT][POSITIVE] I'm gonna start this.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Say there.
[CUSTOMER][NEUTRAL] I said your.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cao el el nosa got pero no I am my team on number of vile.
[AGENT][NEUTRAL] OK, [PII] reclamon the sore throneo de la polia.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] CC uh I think numerals.
[AGENT][NEUTRAL] The outpatient hospital.
[CUSTOMER][POSITIVE] Thank God
[CUSTOMER][NEUTRAL] See uh like this a center or center.
[AGENT][NEUTRAL] Coiltravese.
[CUSTOMER][NEUTRAL] Sean
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See say auto.
[AGENT][NEUTRAL] OK, S is in, yeah, no, it's a numero de la polia abajonlaartaio numero the outpatient hospital.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] I see yes I see I agree.
[AGENT][NEUTRAL] OK, S S I S S, call it the numeral.
[CUSTOMER][NEUTRAL] and the outpatient, outpatient.
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] Uh, and I place has several walls.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Warenosero.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 30 M L L
[AGENT][NEUTRAL] OK, gracias, it is numero de la Paliaayammos then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Pelly Morales.
[AGENT][NEUTRAL] Graciasciafanasmiento they said.
[CUSTOMER][NEUTRAL] The to say there's a by you.
[AGENT][NEUTRAL] OK, gracias, a [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The name of the Coconut Grove, Florida, Ewald.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, we wanna go mhm.
[AGENT][NEUTRAL] Oh, OK, OK, gracias, a callal email in num the teleport.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Espouser or Yenia?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All of those, OK.
[CUSTOMER][NEUTRAL] Yeah yeah I know.
[CUSTOMER][NEUTRAL] OK. Mhm mhm.
[AGENT][NEUTRAL] Is that is that uh Serio.
[CUSTOMER][NEUTRAL] Say a meal.
[CUSTOMER][NEUTRAL] But uno de lomioandigando oguro.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, Eloro Marzouadroinco.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No and the medicine.
[CUSTOMER][NEGATIVE] You had diarrheaul.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You look at it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you still the no mandado unrilamo and the sore throats.
[AGENT][NEGATIVE] Pests such as um lo que puelos idle quete jambo.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] A ape leche de los Reclamos is not the name of los Reclamos.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, he was playing in Mandala for facts. Idemos processesarlo.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Helloo mafa A in total line for maqueneisittamos para process and reclamo that are not the name of Los Reclamos.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's like that.
[CUSTOMER][NEGATIVE] OK, so you don't come awesome.
[AGENT][NEUTRAL] See, OK.
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, a conquistalaigur's principal their status.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] Conquina Stella signed its principal is called Aetna, Cigna, Florida Blue.
[CUSTOMER][NEUTRAL] No, um, her, her, uh, United, United, uh she united, yeah, mhm, so fine.
[AGENT][NEUTRAL] United, United.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's OK. It's the sound cerrados, huh.
[CUSTOMER][NEUTRAL] OK, the color [PII].
[CUSTOMER][NEGATIVE] So you know a sin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I do what I wanted.
[AGENT][NEUTRAL] OK, yama is manana ACI problema Yamanos porque potemos aser una una yadda conus uh contolos threeway, OK.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] It said Ialmas.
[CUSTOMER][NEUTRAL] No, no, so yeah.
[AGENT][NEUTRAL] I grasses Parapele and one is noticed.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, well my day. Bye.
[AGENT][NEUTRAL] And grass, yes, bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye.